Regional Customer Service Manager Africa - IDAHO FOODS LLC (USA) - Africa
(2021-01)
- Manage day-to-day business to mitigate expenses, improving processes and protecting revenue streams by utilizing self-designed solutions.
- Created robust processes to improve productivity, consistency and eliminate customer concerns in a win-win environment
- Negotiates special process and contracts to win ongoing account business
- Eliminated unnecessary overtime expenses. Analyzed account workloads and found poor performance. Reorganized the team, better enforced overtime policy and immediately stopped overtime. Cost savings to the company is over $300K annually
- Designed, created, implemented and managed controls, policies and procedures
- Plan, assign and monitor work tasks for optimum team efficiency
- Collate and analyze data to identify strategies for improvement of service and productivity
- Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
- Direct and manage customer service team from planning to daily operations
- Strategize with senior management on marketing aavg of 50 new consumer goods annually inti traditional retail distribution channels in the Fast Moving Consumer Goods (FMCG) market
Manager/Customer service - AUXILIUM REALTIES LIMITED
(2019-01 - 2021-12)
- Identified and implemented strategies to improve the quality of service, productivity, and profitability.
- Helped to build good customer relations.
- Performed timely performance reviews with the customer service team
- Supported onboarding and training efforts related to customer service initiatives
- Monitored and suggested changes to customer service procedures, policies, and standards as needed
- Strong organizational and time management skills, consistently set goals and met deadlines
- Oversee and set sales targets for outbound and inbound calls.
- Set clear team goals and KPIs
- Identified operational issues and suggested possible improvements.
- Worked with other managers to support advocates and maximize customer satisfaction.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Financial responsibilities
Area Sales Manager - AVONDILE GLOBAL RESOURCES
(2011-01 - 2019-12)
- Met and exceeded monthly, quarterly and yearly financial goals.
- Negotiated and closed contracts.
- Sales generation – maximize revenue while developing long-term relationships with clients (both domestic and international).
- Developed and nurtured account management i.e. developed account plan, connected daily, made key contacts with decision-makers and identified business drives.
- Reviewed the success of each sales account to predict profits and make projections.
- Motivated the sales team at a pace that delivered results.
- Identified deficiencies of individual sales team members and rectified them.
- Identified new customers in virgin markets which generated extra $14M in sales
- Hired, supervised, coached, disciplined, and motivated sales staff.
- Expanded territories through personalized business relationships, customized mentoring, and streamlined operations.
- Responsible for 20 percent business growth in the first two years on the job.
- Landed over 35 new customers over 2 years while improving customer retention
- Exceeded sales goals by 22%, increasing customer retention by over 20%
- Ensure the consistent achievement of customer service levels and standards
- Manage 35 individuals and $10M budget.
- Service existing customer accounts and improved customer retention by 45%
- Managed 60+ accounts, while supervising a team of 35 associates
- Implemented action plans to increase sales, and expand client base
- Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
- Direct and manage customer service team from planning to daily operations
- Strategize with senior management on marketing aavg of 50 new consumer goods annually inti traditional retail distribution channels in the Fast Moving Consumer Goods (FMCG) market
Funds Transfer Officer - BANK PHB (Transaction Banking Group)
(2008-01 - 2011-12)
Forex Transactions, Moneygram Transaction, Posting and preparing the schedule for other banks cheques.
Operations Staff/Service Officer - Funds Transfer Officer - UBA Group
(2005-01 - 2008-05)
Posted and prepared the schedule for other banks cheques, issued and liquidated Manager's Cheques. Draft and booking of Fixed Deposits, balancing of GL accounts and booking of Temporary Overdrafts (TOD)
Customer Service Officer - XL Logistic (Standard Trust Bank Lagos) - Lagos
(2003-04 - 2005-12)
Account opening, Account Closure, Stopping of Cheques, Printing of Account Statement, Transfer of Accounts, Cheque Requisition, Reactivation of Accounts, Account Inquiry.
- Used customized and sophisticated banking software (Finacle) to process customer transaction (Withdrawals and Deposits, MoneyGram and Pay Direct)
- Payment of Cheques and Bulk cash; Payment of Local Money Transfer (LMT); Assisted Cash officer in Vault Balancing (cash officer back-up) and Posting of Virgin Nigeria Vouchers
- Payment of Moneygram Customers (Moneygram Designated Teller); Bureau De Change (BDC); General Foreign Transaction
Franchise Teller - XL Logistic (Standard Trust Bank Lagos) - Lagos
(2003-04 - 2005-12)
- Used customized and sophisticated banking software (Finacle) to process customer transaction (Withdrawals and Deposits, MoneyGram and Pay Direct)
- Payment of Cheques and Bulk cash; Payment of Local Money Transfer (LMT); Assisted Cash officer in Vault Balancing (cash officer back-up) and Posting of Virgin Nigeria Vouchers
- Payment of Moneygram Customers (Moneygram Designated Teller); Bureau De Change (BDC); General Foreign Transaction
Bulk Teller - XL Logistic (Standard Trust Bank Lagos) - Lagos
(2003-04 - 2005-12)
Received and processed bulk and petty money from customers or bullion van (vault); Ledger entry and registering, confirmation of account numbers.
Industrial Attachment - New Nigeria Bank
(1998-01 - 1999-12)
Check and Balancing of Vouchers; Sorting and Arranging of Vouchers; Posting of Ledgers; Raising of entries.
